Discover the meaning behind your recorded calls
Your business has lots of interactions with customers and prospects every day. These conversations hold valuable business intelligence and customer information.
Speech and text analytics is a set of features that provides automated speech and text analytics on 100% of interactions, providing a deep insight into conversations.
Interaction Analysis
Speech and text analytics provides automated transcription and employs speech-to-phrase grammar-based recognition. Along with non-linguistic analysis of recordings, speech and text analytics creates meaning from otherwise unstructured data.
Converting the unstructured data into structured data to interpret the content of the conversations and gives managers the information they need about agent performance, quality of interactions and customer satisfaction.
Additionally, speech & text analytics is supporting contact centres to reduce legal risks and improve compliance.
With these quality management capabilities, contact centres are also giving back time to quality managers so they can execute more strategic and meaningful tasks.
This means that managers can quickly and easily filter out keywords, phrases, topics and emotions; and it decreases the time spent scrutinising interactions to find those that are relevant.
Voice Transcription Key Features
Give your agents some time back by automating transcription. Speech recognition based on Natural Language Processing (NLP) transcribes 100% of calls to text and gives you the full customer context from every interaction.
- Readable – Transcripts include words that were detected by the transcription engine.
- Search – Transcripts include a local search option that enables you to quickly find exactly what you want within the transcript.
- Timestamps – Transcripts include a timestamp for every speaker utterance. The timestamp enables you to easily find when a phrase was said.
- Speaker identification – Speakers are identified throughout the transcript. The speaker can be a Customer, IVR, ACD, agent, conference, or voicemail.
You don't miss a beat with Genesys Cloud
Traditional quality management programs were much less automated.
Generally, they required one or more employees to listen to random call samples and then make generalised decisions. This meant some of the most important and actionable customer calls could be missed.
Genesys Speech analytics gives you the ability to mine the content and context of all calls.
Text analytics expands that reach to modern digital channels.
Genesys Cloud unifies speech and text analytics into a single solution to manage both; making your data cohesive and searchable. Without having to navigate disparate tools.
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